Returns
Whether your order is placed via the internet or phone, please familiarize yourself with our Returns Policy as stated below.
Due to Health and Insurance Regulations we are unable to accept return merchandise or issue credit for any order returned without preauthorization.
In order to best serve our customers, please note that we are unable to address any issues regarding order discrepancies or related issues via phone. All customer service inquiries can be addressed to support@candyfavorites.com or submitted via a Support Ticket through Customer Service. All inquiries will be responded two within two (2) business days if not sooner.
Upon receipt of Return Authorization, please fill out the Return Authorization Form and send your package to:
CandyFavorites.com
ATT: Returns Department
1101 Fifth Avenue
McKeesport, PA 15132
All return merchandise must be clearly marked with the shipper's name,original invoice number and Return Authorization Number. Merchandise returned without preauthorization will not be issued credit and can be returned to recipient at customer's expense.
To ensure quality control, all damage, discepancy or shortage claims must be reported within twenty four (24) hours of verified receipt of merchandise. Claims submitted after this deadline will not be honored.
Please note that credit will not be issued on orders returned more than ten (10) days after customer receipt as verified by order tracking.
All returns are subject to a twenty (20) percent restocking fee and we can not issue credit for products not in original packaging or whose packaging is not intact.
All return merchandise, upon arrival at our warehouse, must be in the condition that it was received. We leave it to the discretion of the purchaser to choose a return method that safeguards their product from extremes of temperature. Please note that we are not able to issue credit for return merchandise that it is not resalable.
Please note that unless requested, we do not ask for a signature required on UPS Orders unless the order exceeds $250.
In the event that the order can not be delivered, the purchaser will be responsible for shipping costs incurred as well as a restocking fee.
In certain areas, United Parcel Service requires signatures and we are not able to reverse this decision if it is deemed prudent by the carrier.
It is the sole responsibility of the purchaser to ensure safe receipt of product as we can not take responsibility for orders lost due to theft regardless of whether or not a signature is required.
CANCELLATION AND/OR REFUSAL OF PREVIOUSLY PLACED ORDERS:
If you wish to cancel your order, it must be done via e-mail within twelve (12) hours and we suggest that your request be sent with a Read Receipt in order to ensure delivery. In the event that an order is cancelled more than twelve (12) hours after it has been placed, the purchaser will be responsible for a twenty (20) percent restocking fee. Please note that we are not able to accept order cancellations by phone.
In the event that overnight delivery is chosen, your order will ship the day it is placed unless it is received after 4:00 PM Eastern Standard Time in which case it will ship the following business day. Expedited Orders placed over the weekend will ship on the following Monday. Due to the nature of Expedited Delivery, once an order has been processed, it can not be cancelled.
If the order is en route and delivery is refused, you will be fully responsible for the cost of shipping as well as the cost of return service. If the order qualified for Free Delivery, you will be credited for the cost of merchandise, less a restocking fee, less the actual cost of shipping, to and fro, as determined by CandyFavorites.com
HOT WEATHER ISSUES:
As stated on the Hot Weather Shipping page, we can not take responsibility for products damaged in transit due to extremes in temperature nor are we able to replace said product. If questions arise as to perishability, please contact us and we will do our best to provide guidance.
In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within two (2) days after physical receipt of merchandise as determined by United Parcel Service. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
INCORRECT SHIPPING ADDRESSES:
If an order is unable to be delivered due to an incorrect address as provider by purchaser, and returned to McKeesport Candy Co., the purchaser will be responsible for the full cost of shipping, in both directions, as well as the twenty (20) percent restocking fee. This applies to orders that are being shipped to regular and third party recipients.
In the event that a package is lost due to an incorrect address provided by purchaser we will not be able to issue refunds for products damaged, lost or stolen.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to the address provided above and must be in the same condition as it was received.
In the event that you would like us to provide a call tag for said return, there is a non refundable fifteen ($15) dollar fee. All returns caused by customer error are subject to a twenty (20) percent restocking fee.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suites their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.
ORDERS WITH INCORRECT MERCHANDISE:
In the event that incorrect merchandise is received, we will do our best to correct the error in timely fashion. In the event of an exchange, we will ship corrected merchandise at the shipping service level at which it was purchased. For instance, if the incorrect merchandise was shipped via UPS Ground, it will be shipped at the same service level.
In the event that you opted for Rush Delivery, we will refund the cost.
We will issue a call tag for the return of the incorrect merchandise and upon receipt, will issue credit accordingly. Please note that we are unable to issue credit for any product in which the factory seal is no longer intact.
Please note that in order for credit to be issued, notification of order discrepancies must be made within twenty four (24) hours of receipt as determined by UPS.
MISSING ITEMS:
In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within one (1) day of physical receipt as determined by United Parcel Service. We will compare items ordered as well as physical weight of the package and issue a store credit accordingly.
ORDERS LOST IN TRANSIT:
In the event that a product is lost in transit, we are only able to issue credit for up to $100 regardless of the dollar amount of the order. All additional requests for compensation must be filed with the original carrier. Should you choose to purchase additional insurance, please contact us.
REFUSED ORDERS:
If an order is refused at time of delivery, without prior authorization, the purchaser will be responsible for a twenty (20) percent restocking fee as well as the original shipping charge and any charges related to the product being returned to our warehouse.
SHIPPING TO APO ADDRESSES:
We try to be of service to the Armed Forces, but are unable to provide tracking, nor calculate time in transit, for orders shipping to APO or FPO Addresses.
All APO or FPO orders are shipped at the risk of the purchaser and should questions arise, we encourage you to contact the US Postal Service.
We will do our best to provide pertinent shipping information but can not take responsibility, nor issue credit or refund, for products damaged in transport or not received.
SEASONAL ORDERS:
Due to the limited quantity of seasonal candies, please note that the purchase of all seasonal merchandise, perishable or non-perishable, is non returnable.
SPECIAL ORDERS:
On special orders that constitute purchases above normal inventory levels, all sales are final.
In the event that we do not have a product in stock and said product is specifically ordered to fulfill a customer’s request that would constitute a “special order.” This applies to merchandise ordered, whether by phone or via the website, as well as any order that is shipped directly from the manufacturer.
TIMELY DELIVERY:
We can not issue credit for orders not delivered on specific dates unless the order is shipped by an Expedited Shipping option. Orders shipped by ground delivery fall within UPS delivery guidelines which vary from state to state. Although we do our best to get orders en route as soon as possible, we can not guarantee same day service on orders less than $69.95 or orders that qualify for Free Delivery, unless you choose Rush Delivery service.
If you are in need of timely delivery, please contact us and we will do our best to advise you and help you choose an appropriate express delivery option.
OUT OF STOCK ITEMS:
In the event that a product is unavailable, you will not be charged for said item.
In the event that an item is out of stock and your order is over $69.95, we will ship the balance at no charge. If you have chosen Expedited Shipping, the balance of your order will be shipped and you will not be charged for the portion of shipping that reflects the out of stock item.
With over 2800 products, we are unable to guarantee that all products are in stock. All orders are fulfilled on a first come basis and we do not make promises, real or implied, as to availability of merchandise.
As per out of stock items, unless specifically requested via email at support@candyfavorites.com or written in the Notes Section of your order, we are unable to notify you if an item is unavailable prior to shipping
Please note that we do not backorder out of stock items and should you reorder, you will be responsible for the cost of shipping if your order does not meet the guidelines of our Free Shipping Promotion.
PRODUCT & IMAGE DISCREPANCIES:
With over 2800 candies in stock, we strive to provide up to date product information and images but there may be times when a manufacturer chooses to change product formula or packaging without prior notification and this may not be reflected on the website.
If the product that you received is correct by manufacturer’s specifications but different from the information or image listed on the site, it will be the responsibility of the purchaser to return it at the discretion of management. For more information, please read Section 4 of our Terms and Conditions by clicking here.
